Nyouka N McDowell
DALLAS
Summary
Business and experienced professional with comprehensive background in analyzing complex data to drive strategic initiatives. Proficient in data modeling and process improvement with leveraging data analysis to inform business decisions and optimize processes. Utilizes critical thinking to identify inefficiencies and recommend practical solutions. Track record of collaborating with cross-functional teams to achieve project goals and enhance operational performance.
Overview
20
20
years of professional experience
1
1
Certification
Work History
Business Analyst – International Technical Services
TK Elevator
11.2021 - Current
- Oversee ITS Field Engineering Support Center while supporting key communication activities for ITS
- Build, Maintain and Update weekly/monthly Power BI reports
- Generate reporting from ServiceNow platform
- Provide monthly KPI reporting to Global team for US Field & Canada
- Escalate emergency calls to proper field engineer to resolve
- Attend and participate in various workshops for training on a variety of units as elevators, escalators, new technologies, etc
- Provide ad-hoc reporting and business/data analyses as requested for the department
- Support senior leadership with field engineering projects
- Perform quarterly safety inspections
- Utilize cross-function teams to improve process for field engineering operations
- Partner with engineering and manufacturing to produce field bulletins related to updated bulletins, obsolete parts, etc
- Use available data systems to retrieve metrics to ensure best practices are being executed
CRM Analyst
TK Elevator
02.2020 - 11.2021
- Selected as part of TKE Talent 2021-2022
- Assist all departments and end users with system support as first level IT troubleshooting
- Ensure consistent use of all technical sales tools
- Work simultaneously with multiple computer applications and databases
- Ensure accuracy of data within Sales applications
- Troubleshoot problems/errors in CRM and work to resolve errors
- Manage shared platform for troubleshooting and responding to field issues
- Use of data loader and data import wizard for mass updates
- On-board and set up/train users in data entry, reporting dashboards, and develop and update training materials and resources
- Facilitate root cause analysis on problems where appropriate and identify action items/recommendations to address issues both from a training and systems level
- Perform User Acceptance and Pre-deployment Testing of changes implemented to the Sales applications
- Maintain up-to-date knowledge of IT systems, reports and business processes within the organization
- Provide analysis and data to Finance for sales activity and forecasts using Power BI
- Assist/Coordinate with the collection and organization of data corrections and updates
- Support Regional Employees with questions regarding CRM, BigMachines & Incentive Compensation
- Communicate to Regional Users of CRM system new enhancements or updates
- Maintain documentation and lessons learned, best practices, and quality improvement documentation
- Assist RP's, RVP's & DM's with Reporting needs
Contract Data Analyst
thyssenkrupp Elevator
01.2017 - 02.2020
- Performed cleansing of contract master data by capturing SLA points
- Exceeded in meeting yearly target goals and selected as part of TKE Talent 2019-2020
- Lead and participated in focus groups to amend our existing practices, which results in more efficient cleansing of contracts
- Facilitate root cause analysis on problems where appropriate and identify recommendations to address issues
- Managed various projects while performing in an interrupt driven environment, such as aiding Contract Set-up and National Accounts
- Instructed and co-facilitated training of contract data to various branches and regional personnel
- Researched for new contracts and documents to ensure the latest legal information was being captured
National Accounts Sales Coordinator
thyssenkrupp Elevator
08.2014 - 01.2017
- Provided sales coordinator training as needed to new hires, as well as existing coordinators to improve practices
- Prepared contracts, addendums, riders, spreadsheets, and proposals for several large unit accounts
- Managed Growth Report for National Account Manager, as well as assist with finalizing sales to achieve target goal before year end, resulting in being named Outstanding Coordinator 2016
- Daily communication with key people at branches: Managers, Sales Reps, and Accounts Receivable personnel
Customer Product Specialist
McNichols Co.
03.2014 - 05.2014
- Analyzed and interpreted drawings for necessary tooling and metal products to ensure customer received the correct product
Strategic Account Rep II - Service Support Team
Waste Management
04.2011 - 06.2012
- Assisted with new hire and refresher training which included monitoring quality to improve our best practices for the customers
- Developed, implemented, and monitored the continuous improvement of clients’ waste management programs, along with keeping their monthly costs down and resulting in resigned contracts
- Took the lead on various team projects as needed regarding data entry, confirmation of correct customer information, municipality information, etc
- Created waste disposal proposals and other job-related costing activities while recommending solutions and alternatives
- Ensured local, state, and federal compliance requirements were met
- Managed and maintained priority commercial accounts for US, CAN, and PR
Strategic Account Rep I - eService Team
Waste Management
02.2010 - 04.2011
- Escalated and followed up on time-sensitive issues via email and telephone, ensuring customer satisfaction
- Successfully managed and handled over 35 national accounts
Customer Service Coordinator/Dispatcher
Waste Management
11.2008 - 02.2010
- Provided administrative support and heavy data entry to ensure timely and scheduled waste pickups for commercial customers
Lead Safety Officer
Loyola University Medical Center
06.2005 - 04.2008
- Performed safety inspections which are in accordance to a national accreditation
- Typed up reports related to injuries, theft, etc
Education
Master of Business Administration - Project Management
Capella University
Minneapolis, MN10.2021
Bachelor of Science - Industrial/Organizational Psychology
Dominican University
River Forest, IL05.2005
Skills
- Microsoft Office
- Power BI
- CRM
- SQL
- Data Analysis
- Analytical thinking
- Consistency in meeting deadlines
- Effective communication
- Time Management
- Teamwork
- Collaboration
- Data analysis
- Business strategy
- Requirements gathering
- Process improvement
Certification
Data Analytics Essentials, University of Texas at Austin, 03/01/25
Affiliations
- Delta Mu Delta, National Honor Business Society
Timeline
Business Analyst – International Technical Services
TK Elevator
11.2021 - Current
CRM Analyst
TK Elevator
02.2020 - 11.2021
Contract Data Analyst
thyssenkrupp Elevator
01.2017 - 02.2020
National Accounts Sales Coordinator
thyssenkrupp Elevator
08.2014 - 01.2017
Customer Product Specialist
McNichols Co.
03.2014 - 05.2014
Strategic Account Rep II - Service Support Team
Waste Management
04.2011 - 06.2012
Strategic Account Rep I - eService Team
Waste Management
02.2010 - 04.2011
Customer Service Coordinator/Dispatcher
Waste Management
11.2008 - 02.2010
Lead Safety Officer
Loyola University Medical Center
06.2005 - 04.2008
Master of Business Administration - Project Management
Capella University
Bachelor of Science - Industrial/Organizational Psychology
Dominican University
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